White Paper

Customer Care: Emerging Trends and Future Strategies


Customer service is constantly evolving, come with us on a deep dive into emerging trends and look ahead to the changing landscape of 2018 and beyond.

This two-part briefing covers:

  • The Holy Grail of ROI: Showing the inherent power of customer care in business operations, and its contribution to saving (and making) money is a number one priority for heads of SCC departments

  • Proactive Customer Service: Use social listening, community management and self-service to boost customer satisfaction and increase call deflection.

  • Supercharged Social Media Response: 39 percent of people who complain on social expect a reply within sixty minutes, yet the average response time from businesses is five hours. Hear how to earn your response time badges.

  • Hybrid models for human and bot agents: While chatbots are inevitably on their way, frustratingly for your customer they have their limits. Hybrid modes where bots work harmoniously with care agents are going to be vital in the near future.



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